how2apply

Workforce Management Analyst (BPO) – Experienced

How2Apply Talent Network

Worcester, Western Cape

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R22 500 – R27 750/month

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Worcester. If you turn up on time and finish what you start, you'll fit in quickly.

This post is in Worcester (Western Cape). Please only apply if you can travel there daily.

What you'll actually do

Keep disciplinary records fair and in line with the BCEA and company code.
Give one-on-one feedback with a clear action and a follow-up date.
Listen to call recordings and score them on the quality form.
Take escalated calls that agents cannot resolve.
Build rosters and forecast call volumes in the workforce tool.
Report weekly on service level, AHT, CSAT and attrition.

You'll need

Matric, with a relevant diploma an advantage
Flexible for shift cover across the week
Written English good enough for client reports
At least 2 years as an agent and 1 year coaching or supervising
Strong Excel: pivot tables, VLOOKUP and simple charts
Know your way around contact centre metrics

Helpful, not essential

Workforce tools such as NICE, Verint or Genesys
A coaching or facilitation certificate
Labour relations basics from a short course

What you get

Team performance bonus paid quarterly
Management development programme
Medical aid and retirement fund contributions
Laptop and data for remote reporting days

How to apply

Check you meet the must-haves first; recruiters filter on those before anything else.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book, your highest qualification plus a CV showing team size and results you managed.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
If you're shortlisted you'll hear from us within 7 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Worcester; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.